Information Technology (IT) Help Desk Supervisor

Are you interested in using your IT Support skills to give back to those who have dedicated their lives to serving the most vulnerable and at-risk in the community?

• We invite you to apply for the full-time Information Technology (IT) Help Desk Supervisor position in Livonia, MI. This onsite position provides the opportunity to work with Franciscan sisters and employees from various locations across North America. This is an onsite position that requires a regular on-call rotation.
• We offer GREAT BENEFITS (affordable excellent health insurance), a competitive retirement program with matching, up to $1000 employee referral bonuses, annual pay increases, up to 25 days of paid time off (PTO) per year, PTO payout every year, tuition discount at Felician-affiliated universities, comprehensive benefits package, and more)!

General Summary:

The Information Technology (IT) Help Desk Supervisor supervises and manages the remote help desk team, ensuring timely and effective resolution of technical issues across the province. This position is responsible for supporting hardware, software, applications, and maintenance of IT equipment. The IT Help Desk Supervisor plays a crucial role in ensuring efficient technical support for the Felician Sisters of North America (FSNA).

Tasks and Responsibilities:

• Tracks IT help desk tickets assigned and process first-in, first-out. Provides first and second-level support requests. Investigates and troubleshoots issues and communicates with users. Generates weekly reports using data from ticket completion and periodic feedback from all end users on help desk staff.
• Administers staff training on procedures and policies.
• Leads Service Desk meetings via remote conferencing, providing meeting minutes to the IT Manager.
• Delegates configuration/installation of new computers, peripherals, services, directories, and storage following standards and operational requirements.
• Coordinates and/or performs hands-on fixes at the desktop/laptop/tablet/cell phone level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Creates written documentation when needed for help desk policy and procedure, hardware, and software installation processes.
• Participates in the development and maintenance of policies and procedures.
• Leads hiring, orientating, training, and evaluating new IT staff. Provides leadership and ensures cohesive IT support across the province, by enforcing standards, policies, and procedures.
  
• Research and recommend innovations, and where possible, automated approaches for system administration tasks.
• On-call rotation is required.
• Commits to the Felician Sisters of North America’s employee mission statement that promotes the dignity of each resident by caring for the needs of the whole person and by providing a safe, functional, and attractive home environment. Supports each resident in their lifelong pursuit of well-being and engagement in community and mission.
• Upholds the Felician Sisters of North America’s Core Values of Respect for Human Dignity, Compassion, Transformation, Solidarity with People in Need, and Justice and Peace in all interactions with all sisters, residents, visitors, and employees. Exhibit behaviors that align with adherence to the Core Values.
• Exhibits behavior that supports a person-directed culture of care where residents have a voice and a share in decision making in their convent home.
• Attend and participate in meetings, committees, seminars, conferences, and in-service training programs as directed.

Education and Experience:

• Bachelor’s degree in engineering, computer science or related field; equivalent experience considered.
• Minimum of five (5) years IT Support experience.
• Minimum (3) years of Supervisory experience preferred.
• General understanding and troubleshooting of LAN, WAN, WIFI, and VPN networks is preferred.
• Must of prior knowledge in Office 365 applications including SharePoint, Teams, OneDrive, Word, Excel, PowerPoint, Calendar, Publisher, among others.
• Previous experience working for nonprofit or healthcare environment preferred.
• A high level of accountability and the ability to prioritize and delegate are essential.
• The ability to thrive within a fast-paced, demanding support environment while maintaining high company standards. Proven analytical and problem-solving abilities.
• Ability to manage a remote team.
• Outstanding customer service
• Strong documentation skills.
• Experience working with and troubleshooting the following preferred:
  o Windows Remote Desktop Services
  o TeamViewer, ManageEngine ServiceDesk ticket system, Outlook Web Access, Active Directory and Microsoft Office / Office 365, SharePoint
  o Dell computers
  o iOS and Android tablets
  o Android and iOS cell phones

Benefits for full-time employees:

• Health Insurance - affordable employee contributions and low deductible
• Dental Insurance
• Vision Insurance
• Retirement Plan
• Paid Time Off (PTO) including Holidays
• PTO Payout
• Life and AD & D Insurance
• Short-term Disability
• Long-term Disability
• Voluntary Life Insurance
• Voluntary A, D & D Insurance
• Voluntary Critical Illness and Accident Insurance
• Voluntary Spouse/Dependent Insurance
• Free Parking
• Pay Increases
• Competitive Pay
• Sprint Discount
• Verizon Discount
• Dell Computer Discount
• Well Aware Wellness Program
• Employee Assistance Program (EAP)
• Emergency Assistance Fund
• FSNA Care Connection - Deep Discounts on diapers and personal care products
• PayActiv - Access to earned but unpaid wages before payday
• Mentor program - Paid mentor orientation and wage increase while serving as a mentor.
• Clothing Benefit Program for Health Services or Facilities Management employees
• Ticketsatwork.com - Discounted travel and entertainment benefit
• Access Perks - Discounted travel and local retailers
• Perfect Presence Attendance Raffle (Quarterly)
• Employee Referral Bonus
• Commuter Benefits
• Pet Insurance